# TeamSupport Reviews **Vendor:** TeamSupport **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 891 ## About TeamSupport TeamSupport takes you beyond the ticket to deliver the answers your customer, your team, and your business need. More than a ticket management tool, TeamSupport is a purpose-built AI customer success platform for growing B2B SaaS companies, where onboarding, support, and ongoing innovation are the keys to acquiring, growing, and retaining customer relationships. We focus on the actual use of your SaaS product — listening to the signals embedded in every onboarding call, every first-time question about a feature, and every persistent bug report. Those moments aren’t just support interactions; they’re a goldmine of product and customer insight. We ensure your customers are trained, guided through adoption, supported to get maximum value, and encouraged to expand their use. With our account-level insights and B2B-focused AI agent you can make better decisions, protect your customer base, and keep growing. ## TeamSupport Pros & Cons **What users like:** - Users appreciate the **flexible features** of TeamSupport, enhancing their ability to manage customer inquiries effectively. (14 reviews) - Users value the **ease of use** of TeamSupport, enabling streamlined processes and efficient task management for their teams. (13 reviews) - Users appreciate the **helpful support team** of TeamSupport, offering deep understanding and effective alternative solutions. (13 reviews) - Users value the **excellent customer support** from TeamSupport, appreciating their patience and comprehensive problem-solving approach. (9 reviews) - Users value the **effective task reminders** of TeamSupport, ensuring no critical steps are overlooked in their workflow. (8 reviews) - Efficiency (7 reviews) - Automation (6 reviews) - Communication (6 reviews) - Customizability (6 reviews) - Customization (6 reviews) **What users dislike:** - Users note a **challenging learning curve** , requiring time to fully grasp and utilize all features effectively. (4 reviews) - Users find the **slow loading** of TeamSupport frustrating, making it difficult to efficiently manage email threads and responses. (4 reviews) - Users face **slow performance** issues with TeamSupport, leading to inconvenience and lag in handling client requests. (4 reviews) - Users find the **inadequate search functionality** limiting, urging for smarter, content-based search capabilities. (3 reviews) - Users note the need for improved **integration options** with other software tools to enhance TeamSupport's functionality. (3 reviews) - Interface Issues (3 reviews) - Limited Customization (3 reviews) - Users note the **absence of essential features** like integration and basic filtering options, hindering their experience. (3 reviews) - Not Intuitive (3 reviews) - Poor Performance (3 reviews) ## TeamSupport Reviews ### 1. Exceptionally Customizable for Adaptation in to any Team **Rating:** 4.0/5.0 stars **Reviewed by:** William M. | Director of Software Support & Development, Entertainment, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2016 **What do you like best about TeamSupport?** The full featured customization allowed us to adapt the system to our unique support model. Furthermore being able to track everything in one place is super helpful, especially with a remote team always on the go. **What do you dislike about TeamSupport?** The power of the Watercooler is getting overtaken by other chat programs like Slack and iOS/Mac integrated text messaging. More granular control of email notifications could also be better. **Recommendations to others considering TeamSupport:** Definitely spend time talking to their sales and support team. They provide exceptional service during the consideration phase, and have always been quick to help for all the years we've used the product. A self ran trial of the product might not reveal the depth the product has to offer hence why I suggest talking to them. They offered multiple screen sharing sessions and phone calls to work through the features. I think Teamsupport can feel a little overwhelming, which is to me is why they've chosen to create an exceptional support team. **What problems is TeamSupport solving and how is that benefiting you?** We have solved a few business problems with Teamsupport: -Centralized communication for customers and agents (agents are at multiple geographic locations) -Platform independent since it's browser based -Gathering metrics to indicate workload by product -Tracking issues by serial number ### 2. Great help getting set up and continued support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** February 20, 2018 **What do you like best about TeamSupport?** continued support and opportunities to improve snapengage **What do you dislike about TeamSupport?** there is no 'remember me' for reps to log in **Recommendations to others considering TeamSupport:** great support **What problems is TeamSupport solving and how is that benefiting you?** customer support ### 3. great way to connect with prospects and customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2017 **What do you like best about TeamSupport?** SnapEngage allows our team to connect with our incoming leads and existing customers in real-time. We use it for customer success, lead development, and overall communication. **What do you dislike about TeamSupport?** SnapEngage has limited engagement compared to other support teams. **Recommendations to others considering TeamSupport:** Make sure that everyone on your team is in sync in regards to how to use SnapEngage in the most optimal way as possible. **What problems is TeamSupport solving and how is that benefiting you?** SnapEngage solves the 1:1 connection between buyers and customers with our team. Our team wants to be as informative and valuable to buyers who have questions and customers who need immediate support. ### 4. Great platform to engage your customers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2018 **What do you like best about TeamSupport?** The ability to have transparency on the customer service team when engaging our customers and other clients. Along with sharing workload when required **What do you dislike about TeamSupport?** Onboarding new staff to the software has a slight learning curve, but it does not take long to get them up to speed. **What problems is TeamSupport solving and how is that benefiting you?** Transparent communication with customers/clients. Faster response times and out of business hours customer support ### 5. TeamSupport is the best we've used **Rating:** 4.5/5.0 stars **Reviewed by:** Jennifer N. | Network Facilities Coordinator, Telecommunications, Small-Business (50 or fewer emp.) **Reviewed Date:** March 20, 2017 **What do you like best about TeamSupport?** Our company finds flexibility of being able to customize most aspects of TeamSupport to be very helpful. **What do you dislike about TeamSupport?** The only issue I've experienced is that the quick search option at the top of the screen is sluggish, and doesn't always pull up all the tickets associated with the **Recommendations to others considering TeamSupport:** My role at our organization is unique in that I span several different departments using several different types of software for customer tracking, and TeamSupport is my favorite for ease of use. We use it for both our customers and internal project tracking, and while our uniqueness makes it impossible to find a the perfect fit, TeamSupport has proven to have the best customization options to make it a very close fit for us. **What problems is TeamSupport solving and how is that benefiting you?** Our notification times have improved and it has improved our ability to track accountability for trouble tickets. Our documentation quality has improved. ### 6. Team Support Support is invaluable to our team **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2015 **What do you like best about TeamSupport?** All of our clients' history is in one place. It's easy to research that while on the phone with them. **What do you dislike about TeamSupport?** Although far less often now, the system does go down more often than I would expect. **Recommendations to others considering TeamSupport:** Compare its features to other help desk solutions - I didn't have any influence on our company's decision to adopted TS but I think is was a good choice and as a team, we are finding it to be a great tool. **What problems is TeamSupport solving and how is that benefiting you?** We use TS to reply to our customers' tech questions. When we have to address a new topic we create a KB and now we have a large library of KBs for reference. ### 7. Wonder full tool to track our Production changes **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2018 **What do you like best about TeamSupport?** The best Part is we can record and track the status of multiple issues at one place and send email on status to users which you want to send. **What do you dislike about TeamSupport?** Creating duplicate tickets while sending email even with same heading on email this should avoid by Team viewer. **Recommendations to others considering TeamSupport:** yes **What problems is TeamSupport solving and how is that benefiting you?** Software Application level issues which is raised by customers ### 8. Nice experience, user friendly, easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2018 **What do you like best about TeamSupport?** Easy to deploy and engage with visitors to your website and help them find what they are looking for. **What do you dislike about TeamSupport?** there isn't really anything I dislike. It does everything that we need **What problems is TeamSupport solving and how is that benefiting you?** Helping and directing visitors to the site find the information they are looking for. Increased sales cycle from inquiry to demo ### 9. Easy to use live chat **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 16, 2018 **What do you like best about TeamSupport?** I like that you can customize your live chat to humanize it. **What do you dislike about TeamSupport?** The look could be updated. Looks a bit old school. **What problems is TeamSupport solving and how is that benefiting you?** Customer service. We are now available where our clients are. ### 10. Connecting with clients on the fly **Rating:** 5.0/5.0 stars **Reviewed by:** John A. | Senior Business Solutions Specialist, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2017 **What do you like best about TeamSupport?** Quickly reaches out to potential leads on our website to see if they need assistance. **What do you dislike about TeamSupport?** Once you put yourself away and the box is still open for the end user it still allows them to chat . **Recommendations to others considering TeamSupport:** It brings in more potential leads because 9 out of 10 clients dont want to call but if it pops up they are more likely to respond. **What problems is TeamSupport solving and how is that benefiting you?** Connecting with clients on our website quicker and easier. ### 11. Easy to set up and easy to use for website chat **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about TeamSupport?** The platform is really intuitive and easy to set up and use. **What do you dislike about TeamSupport?** The analytics could be a bit stronger, but in general the platform does what we are looking for **What problems is TeamSupport solving and how is that benefiting you?** Website chat is another good way for us to interact with customers and prospective customers to quickly answer any questions. ### 12. The software is excellent! The support is excellent! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2018 **What do you like best about TeamSupport?** Easily deployable. Very intuitive interface. A lot of customization and data mining capabilities. **What do you dislike about TeamSupport?** Client notification for downtime instead of checking a page. **Recommendations to others considering TeamSupport:** There is a wealth of information you can use to improve your business. **What problems is TeamSupport solving and how is that benefiting you?** Engaging through multiple channels, providing immediate assistance, and processing payments via chat. ### 13. Perfect for Small Business to Large Enterprise **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2018 **What do you like best about TeamSupport?** So easy to use! I love it. It looks great to customers too. **What do you dislike about TeamSupport?** I wish you could add more admins with smaller packages **Recommendations to others considering TeamSupport:** Get it, you will be glad you did. It's the best thing we have done in a long time. **What problems is TeamSupport solving and how is that benefiting you?** Exceptional customer service and ways to reach us ### 14. Solid Ticketing System **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2017 **What do you like best about TeamSupport?** I like that all requests are housed in one place and there is a clear understanding of when SLAs are updated and/or due. **What do you dislike about TeamSupport?** Our system is not integrated with the project managment tool we use, making it a little bit difficult to manage work and ticketing tasks. We have also received an inordinate amount of emails across our team that do not pertain to individuals attached to the task. We have only used this tool for about a month, so there is likely a fix on the way! **What problems is TeamSupport solving and how is that benefiting you?** TeamSupport helps our research team manage SLAs and deal with requests from sales and operations. As mentioned above, having a central location for all requests helps keep me and our team organized. ### 15. Complete and Friendly Helpdesk Ticketing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about TeamSupport?** Ease of use and user friendly out of the box. **What do you dislike about TeamSupport?** The Product module should have more flexible options **Recommendations to others considering TeamSupport:** I would recommend this solution for any team that needs a fast and powerful application to manage a busy helpdesk department. **What problems is TeamSupport solving and how is that benefiting you?** Simplified and streamlined Helpdesk ticketing and task management ### 16. Software support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2017 **What do you like best about TeamSupport?** I like the dashboard where I can setup and view many support queues that I have setup. **What do you dislike about TeamSupport?** I don't really like the way the communication between us and our customers flows. It's not intuitive and this is one area where I prefer the way it was in our previous software. **Recommendations to others considering TeamSupport:** At first glance the setup can look overwhelming, but it's worth the effort to get things customized to how you need it to work for your company. **What problems is TeamSupport solving and how is that benefiting you?** We are hoping to get better reporting and better search capabilities than our former software and so far both have been superior to what we had previously. ### 17. TeamSupport **Rating:** 5.0/5.0 stars **Reviewed by:** Shantell B. | Customer Service Representative, Outsourcing/Offshoring, Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2017 **What do you like best about TeamSupport?** Specialized in customer support software of B2B **What do you dislike about TeamSupport?** I really don't dislike anything about it, it is a very good app to use and I never have a problem with ut. **What problems is TeamSupport solving and how is that benefiting you?** Responding to customer problems or orders . ### 18. Ticket tracking that only works for "full users'' **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2017 **What do you like best about TeamSupport?** The process to submit a ticket is simple and it's easy to continue to converse about the ticket through the system with notifications pushed to your email.It notifies you when the ticket is completed by your team and asks for satisfaction which is nice. **What do you dislike about TeamSupport?** Ticket tracking when it is not your own ticket is impossible. We regularly work cross functionally and I am not always the original person to submit the ticket when this happens it would be nice to comment or add additional details to the ticket in the comments section, but you just can't search for all tickets. Apparently there are multiple user classifications and some users can create private tickets. This makes keeping up with changes impossible and causes duplicate tickets and confusion creation. Not sure why they allow this. Also there is no way to escalate a ticket which seems very silly as well. Some times it is nice to flag things as more important. **Recommendations to others considering TeamSupport:** Get everyone access to view and comment all tickets. It will eliminate all sorts of headaches. **What problems is TeamSupport solving and how is that benefiting you?** We use this as a ticketing system to make improvements and alterations to our own product. We also use it to request the creation of new items. It is great when you can see in the open what is happening across the company and what ideas are being prioritized. Just wish we could see all the tickets. ### 19. Still new, but learning **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2017 **What do you like best about TeamSupport?** I like that it organizes all your tickets and allows easy oversight of all your open tickets. The user interface is nice, and once you understand how to set all the tickets to the proper status, it is easy to stay on top of everything. **What do you dislike about TeamSupport?** I'm a newbie, so I'm not quite there yet with all the bells and whistles. I can tell that there are a ton of features, I'm just not sure how to use them. I think if I were to be trained on my specific use cases for the product I would be much better at it. **Recommendations to others considering TeamSupport:** Make sure that you are trained properly, because it is a powerful tool, but if you don't know how to use all the features it can deter from your experience. **What problems is TeamSupport solving and how is that benefiting you?** We use TeamSupport for customer inquiries and and internal service desk. It is definitely an easy way to organize all tickets and keep a good overview of all requests. ### 20. One of many... **Rating:** 2.5/5.0 stars **Reviewed by:** Arvin A. | Customer Service Representative, Real Estate, Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2018 **What do you like best about TeamSupport?** This program is one of many that my department uses, nothing wrong with it but nothing special. **What do you dislike about TeamSupport?** Unfortunately there are many applications of the same type. **What problems is TeamSupport solving and how is that benefiting you?** Claims related issues. ### 21. Are you a B2B software Company? Don't look further **Rating:** 5.0/5.0 stars **Reviewed by:** Rafik B. | Président Directeur Général, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2017 **What do you like best about TeamSupport?** Doesn't take more time to create and close the tickets then to resolve the problem. Intuitive and great reporting. **What do you dislike about TeamSupport?** Not multilingual, however the latest version permit to have many customer portals. **Recommendations to others considering TeamSupport:** Take your time to configure it correctly, it makes the difference. **What problems is TeamSupport solving and how is that benefiting you?** As we was using a full featured software, it was taking more time to create a ticket then to resolve the problem. We where looking for a new software that will both have the functionalities and the speed. ### 22. We love it **Rating:** 5.0/5.0 stars **Reviewed by:** Brett C. | Senior Developer, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2013 **What do you like best about TeamSupport?** Copy/Paste Inline image support (that was huge) Custom templates for the various ticketing events Support and tech staff are great and listened to feedback. One of our big needs (inline images) was implemented and we were very happy! Their dev team is very responsive and has gone over and beyond the call of duty for us many times. **What do you dislike about TeamSupport?** Hard to find anything! I used to find the reporting cumbersome but I have gotten better at it. **Recommendations to others considering TeamSupport:** Definitely give this product a try. Our company now lives and breathes it and it has kept up with our frantic pace. **What problems is TeamSupport solving and how is that benefiting you?** TeamSupport helps our product support team to be responsive, which in our industry sets us apart. ### 23. A Bit Too Robust for Small Businesses **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2017 **What do you like best about TeamSupport?** Team Support is ideal for developers and businesses that deal with a high volume of tickets. **What do you dislike about TeamSupport?** There are bugs in the software and the features need updated. Team Support is not easy to learn and is not user-friendly to the beginner. **Recommendations to others considering TeamSupport:** Team Support is excellent for high volume businesses and developers, but may require additional support fir set up and implementation. **What problems is TeamSupport solving and how is that benefiting you?** Team Support offers an all-in-one solution for ticketing and customer self-service. ### 24. TeamSupport is a help desk that's run as a fully managed cloud service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Enterprise (> 1000 emp.) **Reviewed Date:** December 12, 2017 **What do you like best about TeamSupport?** TeamSupport is outstanding for B2B Customer Service/Technical Support/Ticketing. Excellent product Outstanding customer service. **What do you dislike about TeamSupport?** There are bugs If I am viewing a ticket and click the back button, it brings me back to the main list of all tickets **Recommendations to others considering TeamSupport:** It's an easy to use the application and we like the email to ticket functionality **What problems is TeamSupport solving and how is that benefiting you?** It's very easy to navigate and user-friendly. I like that it saves the Tickets that I am currently using on the top. ### 25. Team Support User **Rating:** 4.0/5.0 stars **Reviewed by:** Stacy C. | BSA Specialist, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2017 **What do you like best about TeamSupport?** I like the ability to quickly assign issues to other departments. It is very convenient and easy. Team Support is a functional tool that allows you to track and keep accurate records. Glad we made the switch from simply using Microsoft Outlook. **What do you dislike about TeamSupport?** It has been a bit of a hassle in the transition period. The migration was a headache but the support was there to iron out any issue. Everyday gets easier and we have begun to reap the benefits of having a more efficient way to track issues and resolve them. **Recommendations to others considering TeamSupport:** Try it! **What problems is TeamSupport solving and how is that benefiting you?** Biggest issue being solved by using Team Support is being able to quickly route work to be resolved. This has made us more efficient. ### 26. Good support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2018 **What do you like best about TeamSupport?** It gives you necessary tools to communicate with customers about their issues and can efficiently assign it to appropriate person to aolve problem **What do you dislike about TeamSupport?** Definitel Need some time to get used to this software. Hi could be improved **What problems is TeamSupport solving and how is that benefiting you?** We are a production support team and we need this type of sofeware to communicate with customers ### 27. Great for B2B companies **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2017 **What do you like best about TeamSupport?** Excellent onboarding concierge service, very patient and hands-on. **What do you dislike about TeamSupport?** Insufficient and at times confusing configuration options for customer-facing portal. The agent panel UI could use a little bit of clean up too **What problems is TeamSupport solving and how is that benefiting you?** Streamlining our ticketing queues from customers, re-channeling from phone to webform, and deflecting from webform to FAQs ### 28. Happy customer since 2013 **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about TeamSupport?** This tool help our customer to reach us in quicker way. **What do you dislike about TeamSupport?** Not having multilevel user management. Also not having report to track agent activity performance . **Recommendations to others considering TeamSupport:** Awesome tool **What problems is TeamSupport solving and how is that benefiting you?** Reaching customer and helping them to select correct product. ### 29. TeamSupport makes it easier to help our customers with development tasks and support issues. **Rating:** 5.0/5.0 stars **Reviewed by:** Mitchell M. | Owner, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2017 **What do you like best about TeamSupport?** My favorite part of Team Support association of customers/contacts/products to the same ticket for cross reference. **What do you dislike about TeamSupport?** I haven't found anything about Team Support that I don't love so far. **Recommendations to others considering TeamSupport:** Take some time fo fully customize your Team Support integrations at first and fully utilize all of the technology that this product provides. **What problems is TeamSupport solving and how is that benefiting you?** We have found that using Team Support allows us to stay organized with multiple projects and support issues at the same time. ### 30. Team Support Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** July 05, 2017 **What do you like best about TeamSupport?** Pretty easy layout to understand. Really good features for small business such as WaterCooler to post notifications and customization of reports. **What do you dislike about TeamSupport?** There have been a handful of email-related issues with loss of communication with customers. It also freezes more often than I'd like and has trouble refreshing. Sometimes the hover mechanics lag a little and you end up clicking something that you had your mouse over a second ago as well. **What problems is TeamSupport solving and how is that benefiting you?** Customer ticket volume increases have been less of an issue now that we can monitor the tickets and keep them organized. It reduces more than one agent looking into the same issue by accident when someone emails an issue. ### 31. Pretty simple and straightforward software. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 20, 2018 **What do you like best about TeamSupport?** Easy to connect to salesforce, customize the mapping, set up more robust tracking, etc. **What do you dislike about TeamSupport?** Visually it's not the cleanest interface. Setting up the creative is more difficult. **What problems is TeamSupport solving and how is that benefiting you?** Helpful to set up a simple chat. ### 32. SnapEnage has worked really well for us **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sports | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about TeamSupport?** We have been able to drive significantly more leads through our inbound channel and transfer over support inquiries on the spot. **What do you dislike about TeamSupport?** Sometimes, the support delivers different answers **What problems is TeamSupport solving and how is that benefiting you?** Drive more revenue and instant conversions. ### 33. Simple and efficient Ticketing system that is expandable for a large client base. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2017 **What do you like best about TeamSupport?** The navigation for using the system is very easy. Setting up to use for your own system is very easy and historical research and the reporting is a plus. Having the ability to set up additional query's is a big plus when working with my group. Grouping ticket types has been very helpful when researching for trending issues. **What do you dislike about TeamSupport?** The inability to correct past mistakes when doing merging of tickets can be troublesome. In cases when reviewing alternate tickets, it is easy for a mistake to be made when dealing with numbers, There should be an available option or hold location where you are able to reverse the merging of a ticket within a designated time frame. Use of the system when on a cell phone needs to be adjustable. The system issue alerts needs to be updated to match when there are system issues. Currently there are no updates when there is a system issue. The time for the help center to be updated is lagging. **Recommendations to others considering TeamSupport:** For a simple platform that has the capabilities for growth, this is the right product. **What problems is TeamSupport solving and how is that benefiting you?** Benefits are simple: The ability to track any queries and questions from our customers. We have the ability to locate and identify trends with the reporting features. ### 34. A Great Product **Rating:** 5.0/5.0 stars **Reviewed by:** Jade W. | Client Software Supervisor, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** March 17, 2017 **What do you like best about TeamSupport?** We were previously using an in-house software with minimum capabilities - Team Support has changed our efficiency, helped increase our customer service turn around time and allowed me (as an administrator of our customer support team) to know what each employee is doing and how fast we are providing service to our clients. **What do you dislike about TeamSupport?** There's not much to dislike - there are some feature I wish it had - but that don't disable its functionality at all. **What problems is TeamSupport solving and how is that benefiting you?** We have solved incomplete requests from clients, knowing the true number of tickets and how long they take to resolve as well as being able to grade how much of our time a client is using. We have realized that our investment in this software overall changed our entire department. ### 35. Simple to use and effective **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2018 **What do you like best about TeamSupport?** The ability to track multiple tickets through all stages. **What do you dislike about TeamSupport?** I would like more customisation of elements within the UI on a per user basis **What problems is TeamSupport solving and how is that benefiting you?** Customer satisfaction is maintained through a visible ticketing process. ### 36. Works great **Rating:** 4.0/5.0 stars **Reviewed by:** Sandro N. | Global Field Services Manager, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 08, 2017 **What do you like best about TeamSupport?** We are able to monitor all agents very easily and provide support much faster **What do you dislike about TeamSupport?** At the moment we are still going thru and doing some research **Recommendations to others considering TeamSupport:** N/A **What problems is TeamSupport solving and how is that benefiting you?** Faster support ### 37. Great Product **Rating:** 4.5/5.0 stars **Reviewed by:** Louis R. | IT Specialist, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** December 22, 2016 **What do you like best about TeamSupport?** You can add video directly into the ticket. I like that you can email a ticket, It has a user friendly interface. Working with others is easy using the feature called water cooler. I can see when someone is looking at the ticket and I can chat with them to get feedback on what they are doing or what steps they have taken with a customer. I also like that I can merge tickets together so I don't have duplicate tickets or tickets that have information in different places. **What do you dislike about TeamSupport?** When using the timer and saving the ticket it will continue to tick when opening a new ticket instead of just stopping. When someone else signs on to the same ticket I think it should update on the fly. I don't like that sometimes it does get hung and I have to kill the browser and I lose the information I had that didn't save. It would be nice if it had some type of automatic save for actions that have been open for a while, sometimes it can take up to 5 hours to complete a ticket and when team support hangs then I lose all that I have typed in that time without saving. **Recommendations to others considering TeamSupport:** This is the best software I have used it has a ton of features **What problems is TeamSupport solving and how is that benefiting you?** IT problems, It is easy to assign tickets to different techs ### 38. Exactly what we needed! **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan B. | IT Support Specialist, Hospital & Health Care, Small-Business (50 or fewer emp.) **Reviewed Date:** July 05, 2016 **What do you like best about TeamSupport?** The user interface is very easy to understand and simple to use. The portal is very customizable which is nice for us perfectionists. I've been able to tweak each page with easy so my portal fits my exact needs. I've received positive feedback from both users and admin. **What do you dislike about TeamSupport?** I have yet to find a major flaw. It's worked great for everything I use it for. I had ONE issue pulling a certain type of report but after speaking to one of the reps, he created the report I needed and saved it for further use. **Recommendations to others considering TeamSupport:** I was tasked with choosing and implementing a support ticket system for our company and after many demos and product reviews I decided Team Support was a good fit for us. I've received praise for my decision and personally been happy with it since day one. My advise is to give it a try, you won't be disappointed. **What problems is TeamSupport solving and how is that benefiting you?** The main benefit we can say Team Support has provided is accountability. Team Support helps us track and research our issues more efficiently, as well as provides us with a great data base of past issues to pull knowledge from. ### 39. Awesome ticket tracking software and super user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Krissy G. | Implementation Project Specialist, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2014 **What do you like best about TeamSupport?** I like that I can easily manage my tickets and keep up with my clients. Also we recently started experimenting with the dashboards and I think it is cool how you can edit those and customize them to fit your view. The storing of customers is also a really nice feature so that I can attach the customer with all their information to the ticket. I like the auto reply feature where I can set up different messages for different types of tickets as well. **What do you dislike about TeamSupport?** I dislike how the wiki has several pop out screens making it a little hard to read and that you can only sort one column at a time. Sometimes I want to sort all of my tickets of a certain type and then by the age of the ticket. I wish the popup with phone numbers stayed up longer so that I could dial the number completely without trying to play hide and go seek with the popup. I would really enjoy an area where you can upload videos or something in the knowledge base instead of just words and a few images. **Recommendations to others considering TeamSupport:** Use the dashboards! They are super customizable and easy to use! Also be sure to set up a format and template for entering tickets to ensure that in the future there is organization. **What problems is TeamSupport solving and how is that benefiting you?** We are able solving issues for clients using our software. TeamSupport makes it easy to keep up with individual clients as well as their organizations and all their issues. It allows monitoring of temperature/happiness of client, total counts, and so much more!! ### 40. Not Perfect, But Nothing Is. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2017 **What do you like best about TeamSupport?** Easy to record sessions and send these to clients in recap emails. **What do you dislike about TeamSupport?** Finding a particular recorded session later on is tedious. You need to add a way to easily search recordings in a better UI (similar to what Administrators see). **What problems is TeamSupport solving and how is that benefiting you?** Hosting webinars to train our clients on using our software. ### 41. Time Management made easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** March 28, 2017 **What do you like best about TeamSupport?** I really like how it keeps communication between employees very up to date and easy. Missed deadlines or forgetting to follow up with someone isn't a concern since we have started using Team Support. It was a really great Decision for our company and it has made our clients extremely happy. The features I am talking about specifically are the "Subscribe to Tickets" the "Watercooler" that allows us to talk back and forth without the hassle of email, and making sure that we are supporting clients who have paid for our support and documenting and being able to show clients what we have done for them **What do you dislike about TeamSupport?** The only thing I think can be improved is how the reports are set up. It isn't always the easiest to understand, and maybe having something more then just the CSV file and something more formal to send to the client. **Recommendations to others considering TeamSupport:** Spend at least a month to get everything set up as best you can, there will be changes along the way. However, when you have a good base it makes TeamSupport work really well. **What problems is TeamSupport solving and how is that benefiting you?** Time Management ### 42. SnapEngage Review **Rating:** 4.0/5.0 stars **Reviewed by:** Alyssa S. | HCM Implementation Consultant, Human Resources, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2017 **What do you like best about TeamSupport?** I like the live time chat feature. It's helpful to us as a company and to our customers to get fast, real time responses from actual humans. **What do you dislike about TeamSupport?** I think the overall dashboard needs to be updated. It looks outdated and not extremely user friendly. **Recommendations to others considering TeamSupport:** I would recommend SnapEngage to others. **What problems is TeamSupport solving and how is that benefiting you?** We use the chat feature and help solve our customers questions/concerns in real time with the chat feature. I've noticed that a lot of customers prefer chatting with us rather than having to call in every time they have a question. ### 43. Teamsupport the ideal support portal for startups **Rating:** 3.5/5.0 stars **Reviewed by:** varun m. | Software Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2017 **What do you like best about TeamSupport?** I like the API very much, I have automated a tonne of a task with the help of team support API. **What do you dislike about TeamSupport?** I would like to see more examples of the API usage in the documentation. **Recommendations to others considering TeamSupport:** Your API is awesome but there is a lot of scope for Improvement in API support, your API is a gold mine.Help us mine it more efficiently. **What problems is TeamSupport solving and how is that benefiting you?** Customer support, Tracking client issues, preparing charts and reports on issues raised by clients.Track the work of support team members. ### 44. TeamSupport makes Help Desk Easy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** August 01, 2017 **What do you like best about TeamSupport?** The simplicity on assigning tasks to the necessary team is amazing! It's very easy to track the stages of your request and have an open dialogue with your support team about customer requests. **What do you dislike about TeamSupport?** The search functionality is good but could use some advancements **What problems is TeamSupport solving and how is that benefiting you?** All customer request are now going through TeamSupport and it has made tracking the stage of these request significantly easier. This has resulted in a better experience for our customers because they are hearing back from my team faster and with more detail. ### 45. Team Support, A great tool for the Service world **Rating:** 5.0/5.0 stars **Reviewed by:** Rodrigo G. | Service Development Manager, Electrical/Electronic Manufacturing, Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2017 **What do you like best about TeamSupport?** We have been using Team Support since 2015 and it has been fantastic for our service department. We can create, track and review database information from all our generated task and tickets. This allows our company to see trends that we may be able to improve on. It is also a tool to our customer as it helps them keep track of their issues and how the progress is going with their case. **What do you dislike about TeamSupport?** Although there is not much to dislike from this software, the only thing I could suggest doing is working on the mobile app to make it a little more user friendly, their software as a whole is very intuitive and easy to follow, the app can provide you the basics, but will like to see more. **Recommendations to others considering TeamSupport:** If you are looking for a complete Service tool package, team support is the way to go, easy to learn and implement, cost effective and great customer service. It will provide all the data you need to improve you customer relations and to better increase customer satisfaction. **What problems is TeamSupport solving and how is that benefiting you?** We found that Team support has helped us see trends on repeated issues with our automation equipment. This information allows the service team to communicate to other departments. This communication and data allows the company to resolve the issues before they happen again, allowing for better customer service ### 46. Team Support Makes my Team a true Team **Rating:** 4.5/5.0 stars **Reviewed by:** Jorine J. | Software Support Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** August 18, 2014 **What do you like best about TeamSupport?** Team Supports RESPONSIVENESS to it's clients. As we are in the service industry, we depend on Team Support to streamline our service. If there is an issue with Team Support this could have the potential of causing OUR service to suffer. They are open, communicative and fast in addressing any issues or concerns. **What do you dislike about TeamSupport?** I wish there were some simple things within the app itself. A back button, the ability to close tickets from your list of tickets vs. go into tickets, the ability to remove the tickets from the ribbon (I don't like them there and they effect my tickets some times), the editor for emails is poor which effects ticket presentation. I wish they would add Chat queueing **Recommendations to others considering TeamSupport:** We would love to see more Chat enhancments. I believe you are aware of our concerns. **What problems is TeamSupport solving and how is that benefiting you?** I have a team of 20 users in Team Support. Our support model is email based. It is our first form of contact. Managing this type of support is greatly enhanced by the organization of Team Support. The ability for my team to jump in and assist one another and view each others work and progress is critical. Team Support has made that a reality. We now have transparency and collaboration. ### 47. TeamSupport and You **Rating:** 2.5/5.0 stars **Reviewed by:** Patrick G. | CSC Technician, Hospitality, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2016 **What do you like best about TeamSupport?** It's a good way to save notes for customers and get tickets set up for future reference. I like being able to pull everything up at any point. I also enjoy being able to save my notes as I go so I don't lose any of my connection. **What do you dislike about TeamSupport?** The database has a lot of issues on our end from what we are able to see. We have had multiple issues with pulling up all of the information in a ticket. We have also experienced login issues but those have since been resolved. **Recommendations to others considering TeamSupport:** Make sure that you keep a backup database of your tickets in case you need a specific ticket to pull up. A lot of the tickets do not come up completely. **What problems is TeamSupport solving and how is that benefiting you?** We are solving issues with PMS systems for hotels and making sure that everything is working properly. We are able to pull up a hotel and verify that they are running with the most recent version, and pull up which PMS system they are using as well. ### 48. PaySchools company- Team Support Review **Rating:** 3.0/5.0 stars **Reviewed by:** brandy M. | Support Specialist, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2016 **What do you like best about TeamSupport?** I like the ability to get reminders about tickets/events that need to be done later. I enjoy being able to attach the related tickets and have different status on the ticket. I like the level of customization that this product allows. **What do you dislike about TeamSupport?** The search bar sometimes does not pull up what I am looking for even though it is typed out correctly. I would like for some of the other Scroll tabs to be switched to SerachBars with so if I am trying to assign a ticket I can type out their name instead of scroll through it. **Recommendations to others considering TeamSupport:** N/A **What problems is TeamSupport solving and how is that benefiting you?** We support the schools and the software we provide them through Team Support. When there is a problem the school sends us a Ticket and lets us know what they need help with. It has helped us keep track of problems so that we can go back and track when the schools need our support the most. ### 49. TeamSupport Review **Rating:** 4.5/5.0 stars **Reviewed by:** Michael L. | Network Technician Level II, Telecommunications, Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2016 **What do you like best about TeamSupport?** I like the versatility of TeamSupport, we have our NOC who uses it for tracking our tickets and issues, and our systems/deployment team using it to track inventory. I do like that we have the functionality of a Knowledge base, this let us help our training staff better build a better training system. Searching is easy, by our ticket numbers or just a few words will let us find what we need. Integrating our email into the system has allowed us to create tickets on those stressful days when we do not have the time to go into the interface. Send an email and our ticket is created and we can track it later. **What do you dislike about TeamSupport?** Not a lot really. There have been times where there is so much information that we must put in to create our tickets, this is not TeamSupports issue this is our issue, we made it mandatory to input this information to create the ticket. Just a feature that they offered that we utilized. **Recommendations to others considering TeamSupport:** There are so many features with what they provide. It is more versatile than our previous **What problems is TeamSupport solving and how is that benefiting you?** Tracking inventory and shipments, utilizing it as a ticketing system for our network issues. ### 50. TeamSupport Makes My Life As Support Easier! **Rating:** 4.5/5.0 stars **Reviewed by:** Kellie J. R. | Client Solutions Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2016 **What do you like best about TeamSupport?** I love the responsiveness and ease of use. It helps us stay organized and ensures that we are effective and efficient when providing customer support to our clients. I also love the quick response time and assistance from TeamSupport Customer Service team whenever there are issues or concerns. **What do you dislike about TeamSupport?** There have been a few issues with getting tickets to sync and update properly. For example, if I am looking at a ticket, but a team member has already grabbed it and in the process of working it, it would be nice if it can automatically update and remove from the queue without be having to refresh manually. We have never had any MAJOR issues with TeamSupport, that has caused major issue with backlog or responding to client tickets. **Recommendations to others considering TeamSupport:** I would definitely recommend TeamSupport as a support tool for anyone, not matter the size of the business or industry. Communication is very important and TeamSupport allows you to take full advantage of that key function. TeamSupport is robust and has lots of cool features. I learn something new and different about TeamSupport and it's functionality on a weekly basis. **What problems is TeamSupport solving and how is that benefiting you?** We assist various clients with account setup and configuration settings requests. TeamSupport is the primary source of communication with our clients, outside of direct phone calls. Again, tbe benefits is that it provides and organized, efficient way to stay in communication and ensure that the needs of clients- internal and external are met in a timely manner. ## TeamSupport Discussions - [What is TeamSupport used for?](https://www.g2.com/discussions/what-is-teamsupport-used-for) - 1 comment, 1 upvote - [How do I customize the charts with some external data?](https://www.g2.com/discussions/how-do-i-customize-the-charts-with-some-external-data) - 1 comment, 1 upvote - [Does SnapEngage offer HIPAA-compliant chat with third-party certification?](https://www.g2.com/discussions/hipaa-compliant-chat) - 1 comment, 1 upvote - [How long does it typically take to get TeamSupport set up for my team?](https://www.g2.com/discussions/time-to-set-up) - 2 comments, 1 upvote - [How has a company of my type/size used TeamSupport? What were their results?](https://www.g2.com/discussions/references) - 1 comment, 1 upvote - [View TeamSupport pricing details and edition comparison](https://www.g2.com/products/teamsupport/reviews?page=88§ion=pricing&secure%5Bexpires_at%5D=2026-05-25+12%3A44%3A53+-0500&secure%5Bsession_id%5D=4bbf4233-844d-4f96-99de-168553bb8022&secure%5Btoken%5D=d5c1ffab0e2e024decfc09ed5f7c271fbba950b3aef48b05dce6584094bd8747&format=llm_user) ## TeamSupport Integrations - [Salesforce CRM Connector](https://www.g2.com/products/salesforce-crm-connector/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) ## TeamSupport Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys **Process Automation** - Onboarding Flow Management - E-Signature - Data Capture - Auto-Capture **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Platform** - Health Score - Customer Profiles - Notifications **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging **Identity Verification** - ID Scanning - KYC - Credit Check **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Predictions** - Service Quality Assurance - Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Knowledge Base - Team Inbox - Customer Profiles **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Digital Customer Onboarding** - Decision Making **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top TeamSupport Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,582 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,668 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,347 reviews)